oracle
Contractual Advanced Associate, Customer Service
Pearson VUE
IND
Full Time, Contract
Mid · 3+ years experience
Hybrid
Discovered 2 weeks ago
Microsoft Office SuiteRegistration ManagerVSSService DirectOnVUE
Free
Job Fit Check
Base Career helps you apply smarter for this job.
?%
Ready to ScanKey skills for this role
Microsoft Office SuiteRegistration ManagerVSS
Key Skills for This Role
Microsoft Office SuiteRegistration ManagerVSSService DirectOnVUE
Full Job Posting
Responsibilities
- Working closely with the Call Center Agents, Supervisors, Leads, Human Resources, and other team members, the Quality and Training Coordinator provides various training and documentation services to satisfy the needs from Call Center staff to provide high-quality service. The goals are to increase efficiencies within the call center to meet overall department goals.
Training Development and Delivery
Assist in developing and maintaining reference materials for training
Assist in building training objectives and agendas
Conduct online training as directed for new hires or up-training and ongoing refreshers for existing staff
Secret shop OnVUE greeters and proctors
Maintain documentation summarizing training received by each employee
Monitor training success via surveys, escalation analysis, and quality reviews
Work with Supervisor and peers to ensure training responsibilities are met
Performance Feedback
Provide performance feedback (i.e. coaching) to Call Center Agents and Global members via email and meetings.
Identify opportunities for continuous training improvements
Call/Chat/Email/OnVUE/Other Monitoring
Monitor candidate-facing interactions and ensure that all customers are receiving quality service
Ensure agents and Global centers are meeting call center quality goals
Score monitored calls based on company Quality Guidelines
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Pearson VUE
Test Center Administrator (Chatham, Kent)
, GBR
Discovered TodayPart Time, Contract
Test Administrator
Charlottetown, CAN
Discovered TodayPart Time, Temporary
Test Administrator
Charlottetown, CAN
Discovered TodayPart Time, Temporary
Test Administrator (Perth, AU) (25981)
Perth, AUS
Discovered TodayPart-time
Test Center Manager (Birmingham, West)
Birmingham, GBR
Discovered YesterdayFull-time
Test Center Manager (Birmingham, West)
Birmingham, GBR
Discovered YesterdayFull-time
Test Centre Administrator (Rhyl, UK) (25955)
Rhyl, GBR
Discovered 3 days agoPart-time
Test Center Administrator (Andover)
Andover, GBR
Discovered 3 days agoPart-time